Royal Garden Hotel

I had such a very bad customer service experience at the Royal Garden Hotel, I thought it deserved a review (although I rarely post reviews in general). I stayed at the hotel for couple of nights in March and my coat was stolen when stored by the concierge in the hotel cloak room. The reception staff gave me an email address to send a claim which happened to be the wrong one. After at least 5 emails and couple of calls I have finally been given the email of the person in charge of the claims, the Director of Risk & Compliance. I have emailed this gentleman who did not reply. I have then called him few times and he was always very nice on the phone asking me to send an email again and he mentioned he would personally manage the claim process. However, he never replied to any of my emails. After over 6 months I have not even been able to get a response from the hotel. Although a bit disappointing to get my personal belongings stolen while kept by the hotel security team, I can understand. However, not even be able to provide a response to my very courteous request despite many attempts is definitely not acceptable, especially for a hotel advertised as "premium". This hotel may have gotten its stars thanks to the nice location, but definitely not to its customer service. Definitely not recommend. Benjamin (Canada).

I would avoid this hotel at all costs, it is not safe and they do have adequate security. This is a scathing review, but I'm sure if you continue to read this review you will understand why. As a professional subcontractor employed to work at this hotel, while working at this hotel at a conference we had our equipment stolen, which totalled thousands of pounds. The equipment was stolen from the actual conference room which was fully occupied at the time, and the conference was running. The thief made their way unchallenged into the hotel, pretending to be a delegate attending the conference and walked straight into the conference room during the conference and stole the equipment and walked out without being challenged by hotel security. The hotel security is completely lethargic and asleep on duty. They haven't been at all helpful with this incident, and were reluctant to even contact the police, the hotel is completely responsible and they failed in their duties to provide adequate security for the event. I am confident more thefts happened that day, but have gone unreported. We even asked for a safe place for storage of our bags/equipment and the hotel said they have good security and the room the conference was taking place was safe... The conference attendees all had lanyards, but the hotel failed to provide adequate security to check and challenge appropriately like other hotels do. My advice would be to find another hotel to hold your conference or meeting, be warned this hotel will ruin your conference or meeting as they have a dated approach to security, and how to protect their clients and customers. This is the sort of place where anything could happen as the staff are not doing what they should be. Overall, in my opinion the minimum wage staff are doing the minimum basics... Poor management of what would be a great hotel, in a premium location.